1. Eligibility for Returns & Refunds

• Timeframe: Return requests must be initiated within 60 days of receiving your order. We recommend starting the process at least 7 days before the deadline to account for shipping and inspection time—critical for time-sensitive needs like upcoming camping trips.
• Product Condition: Items must be unused, undamaged, and in their original packaging—including all tags, care instructions, and accessory components (e.g., tent stakes, hiking boot insoles, bike safety manuals). Products showing signs of use (e.g., dirt on hiking boots, worn fabric on running shorts, or assembled tents with setup marks) will not be eligible for a refund.
• Special Product Exceptions: Customized products (e.g., engraved hiking poles, personalized bike seats) are only eligible for a refund if the personalization contains an error caused by Baggu.
• Hygiene-related items (e.g., moisture-wicking base layers, sports bras, face masks) must be in unopened, sealed packaging to be returned—consistent with health and safety standards.
• Bikes and large camping gear (e.g., 6-person tents) must be returned in their original shipping packaging to avoid transit damage; minor dents to outer packaging from delivery are acceptable.

2. How to Initiate a Return

1. Contact Customer Support: Before shipping items back, email our team at service@baggiu.com with the following information to request a Return Authorization (RA) number—this is required for all returns: Your 8-digit order number (found in your order confirmation email).
2. The name and quantity of the product(s) to be returned (e.g., "4-Person Camping Tent, 1 unit" or "Trail Running Shoes, Size 10").
3. A clear return reason (e.g., "size mismatch," "defective hiking boot sole," "unwanted gift").
4. For defective, damaged, or incorrect items: Attach high-resolution photos showing the issue (e.g., close-up of broken bike parts, comparison of received vs. ordered gear) to accelerate assessment.
5. Receive Return Authorization: Our team will review your request within 1–2 business days and send a confirmation email with an RA number and detailed return instructions. If the return is due to Baggu’s error (defective, damaged, or incorrect item), we will provide a pre-paid shipping label for return shipping—even for bulky items like bikes.
6. For "change of mind" or size-related returns, you are responsible for return shipping costs. We recommend using a trackable shipping service to avoid lost shipments, especially for high-value gear like tents or bikes.
7. Ship the Product Back: Package the eligible item(s) securely to prevent damage during transit—reusing the original packaging is encouraged for sustainability and to protect fragile gear (e.g., bike components, cookware). Clearly mark the RA number on the outside of the package and ship it to our address (listed in Section 5).

3. Refund Processing

• Inspection Process: Upon receiving your return package, our team will inspect the item(s) within 3 business days to verify they meet eligibility criteria—including checking for unused status, original packaging, and (for outdoor gear) no signs of wear or improper handling.
• Timeline & Method: Approved refunds will be processed within 5–10 business days of inspection. Refunds are issued to the original payment method used for the purchase and will be in United States Dollars (USD). The time it takes for the refund to appear in your account depends on your payment provider’s processing times (typically 3–7 business days for credit cards, 5–10 days for digital wallets).
• Non-Refundable Items/Costs: Return shipping costs for non-error-related returns are non-refundable.
• We do not issue refunds for gift cards, downloadable gear care guides, or promotional items returned without the qualifying purchased product (e.g., free hiking socks with boot purchase).
• For bulky items like bikes or large tents returned due to "change of mind," a 10% restocking fee may apply—this will be communicated in the RA email if applicable.

4. Special Cases

• Lost or Undelivered Orders: If your order is marked as "delivered" by the shipping carrier but you have not received it, contact us within 7 days of the delivery date. We will collaborate with the carrier to investigate; if the package cannot be located, we will issue a full refund or send a replacement (at your choice) within 3 business days of the investigation conclusion.
• Cancelled Orders: To cancel an order, contact us immediately. We can only cancel orders that have not yet been processed or shipped (typically within 24 hours of order placement). If the order has already shipped, follow the return process outlined in Section 2 once you receive the item(s).
• Promotional Item Returns: If you return a purchased item that qualified you for a promotional offer (e.g., free backpack with tent purchase), you must return the promotional item (in eligible condition) to receive a full refund for the purchased product. Failure to return the promotional item will result in a partial refund, deducting the fair market value of the complimentary item.
• Damaged During Return Transit: If returned items are damaged during shipping (and the damage was not present when you sent them), provide the shipping carrier’s damage documentation to us within 3 days of the carrier’s notification—we will work with you to resolve the issue (e.g., partial refund, replacement).

5. Contact Us

• Email: service@baggiu.com
• Mailing Address: Baggu, 3738 Waterview Drive, North Charleston South Carolina 29418, United States
• Website: baggiu.com